Consultant, Client Success

Job Description

Pismo is seeking a Client Success Consultant to support new and existing customers (B2B), helping to drive retention, increase users’ engagement, and maintain high levels of customer satisfaction. The Client Success Consultant acts as a trusted advisor to our customer, helps communicate the value of the Pismo products, and responds to customer needs, questions and requests.

The ideal candidate is a proactive person, driven by data to anticipate problems. He/She has the ability to develop a continuous and evolutive job to straighten the relationship with clients and has relevant industry experience in Payments, Cards processing and Banking and a shown ability to establish technical discussions with clients.

You will meet with customers on a regular basis to discuss business and tactical challenges they may be facing, to understand their definition of success with Pismo, and to offer proactive advice on how to optimize or enhance the use of Pismo platform.

You will not personally perform projects or resolve issues for the customer. However, you will work closely with internal teams and will be responsible for actively managing clients’ requests. You are expected to be able to navigate through different areas and levels at Pismo. Additionally, you will coordinate with the Account Manager (Sales) to create and share roadmaps on customers’ functional use of Pismo Products and contributing to long-term strategic planning.

We expect you to:

•  Proactively engage with customers to understand their needs, challenges, and objectives.
• Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies.
• Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership.
• Develop a deep understanding of the customer's business and industry to provide solutions and advice.
• Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also, maximize the value they receive from our solutions, by managing program engagements.
• Act as a customer advocate within the company, being the voice of the customer, representing their feedback and needs.
• Ensure timely resolution of customer issues, working closely across Pismo teams.
• Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others).
• Analyze and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data.
• Provide education and resources to customers to enable them to effectively use our products/services.
• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
• Influence the company to adapt or create new processes with a focus to provide better experience to our customers. Continuously improve the Client Success area, partnering with your peers to scale the organizational capabilities.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• 8+ years of professional experience in Customer Success (preferable) or similar roles, ideally in a hyper-growth environment of B2B model.
• Program management capability.
• Structured and critical thinking and high focus on strategy and results.
• Detail-oriented with strong analytical, writing, and communication skills.
• Innovator soul and receptive to changes.
• Ability to develop strong relationships at C-level of enterprise companies.
• Influence ability to implement new processes that result in a client excellence experience.
• Track record of high customer satisfaction.
• Experience working with a full lifecycle of customer success.
• Fluency in written and spoken English.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.